Samsung chat support sesion I had today

[Mongoose]

  I worked tech support for an outsourcer here in the U.S. just before they started shipping the work overseas.  When I started, techs were trained how to troubleshoot and fix the problem.  The practice changed from trouble shooting to script reading.  In order to sell stuff at lower prices, overhead has to be cut.  One of the things they normally cut is tech support.  Instead of investing money to train technicians, they give them scripts to read. 

  The other side of this picture is that when you are hiring techs straight out of school, only about half of them ever get good at trouble shooting.  The rest can fix stuff, but aren't very good at figuring out what to fix.

  Now days I am a little higher in the I.T. business, and when I call tech support I am talking to corporate level tech support.  Normally a much better experience.

[EagleDNY]

  I worked tech support for an outsourcer here in the U.S. just before they started shipping the work overseas.  When I started, techs were trained how to troubleshoot and fix the problem.  The practice changed from trouble shooting to script reading.  In order to sell stuff at lower prices, overhead has to be cut.  One of the things they normally cut is tech support.  Instead of investing money to train technicians, they give them scripts to read. 

  The other side of this picture is that when you are hiring techs straight out of school, only about half of them ever get good at trouble shooting.  The rest can fix stuff, but aren't very good at figuring out what to fix.

  Now days I am a little higher in the I.T. business, and when I call tech support I am talking to corporate level tech support.  Normally a much better experience.

Yes, it is nice to be a reseller and have access to the corp tech support.  I have the feeling that Dale's support tech was based quite a bit West of San Francisco....

[bj229r]

My company uses Dells and is a platinum customer....which forces me to call them once in a while. EVERY conversation I've ever had went like the one HT described

[puller]

My company uses Dells and is a platinum customer....which forces me to call them once in a while. EVERY conversation I've ever had went like the one HT described

That's funny...I had a long rant about me dealing with the Dell customer service...but after I read it to myself it sounded a little....well....anyway they suck...

[Mongoose]

My company uses Dells and is a platinum customer....which forces me to call them once in a while. EVERY conversation I've ever had went like the one HT described

Huh.   We have Gold tech support.  I guess the higher level must make a difference.  I had to call them recently about a PC with a bad power supply under warranty.  Call went smooth.

[Bodhi]

I don't believe that was Hitech.  Too much of it was understandable.

[bj229r]

Huh.   We have Gold tech support.  I guess the higher level must make a difference.  I had to call them recently about a PC with a bad power supply under warranty.  Call went smooth.

The girl I was speaking with had no discernable accent, but it was obvious English was not her first language. I knew the problem was the effing $60 video card (from swapping parts with other identical boxes....problem followed the card.) Ignorant slut wanted new to do a series of stuff that would require multiple visits over days....(to a job site 150 miles away) if she understood what I told her about swapping cards, it wasn't evident. 15 emails later, I just told them/her to send me an effing card and get out of my life. They did